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All’s Well for Alltel

>With churn of just 1.67% in the second Circle users can change their 10 numbers at quarter of 2007, Alltel clearly knows any time via the Manage My Circle Web por- how to keep its customers happy. tal, a feature that reduces Alltel’s overhead That’s a good thing, considering that costs by enabling customer self-service. its customer base keeps growing, with more Altel knew that for My Circle to be a success, than 12 million by the middle of 2007. every aspect of the service had to work flaw-

One reason for that growth is the success of lessly. That meant identifying problems before My Circle, a service that lets Alltel customers customers noticed. In 2006, Alltel selected CA make unlimited free calls to 10 numbers they Wily Customer Experience Manager^TM (CEM) choose, regardless of whether they’re fellow to provide its IT staff and line of business man- Alltel subscribers, customers of a rival wire- agers with deep visibility into the My Circle less carrier or even wireline customers. My continued on next page >

Revenue from Transactions

Customer Retention & Acquisition Contact Center Costs IT Labor Costs

Quality of Customer Experience
Competitive Strength
Brand Reputation
IT Team Morale

Business Impact

Cumulative
Performance & Availability

eCommerce

Service Plan Activation
Equipment Purchase/Upgrades
Enhanced Service Downloads

Account Management

Customer Information
Bill Viewing
Bill Payment

Customer Support

FAQ
Usage Assistance
Trouble Tickets

Mobile & Web Portals

Application Integration

Security/Authentication Campaign Management CRM

Support

Billing

Content Management Order Management Analytics

Databases Provisioning

Application Infrastructure

The success of CSS is dependent on the performance and availability of a complex system architecture.